Peer Coach, Lead

Reports To: Mgr, Community Help Line

Department: Public Affairs-Advocacy

Location: Tampa, FL

The Peer Coach Lead oversees the day-to-day workflow processes of research and data entry, gap fulfillment, and maintaining productivity reports. Assists in the training of new team members and performs ongoing training of existing team. Monitors team and individual performance and takes appropriate action to ensure department goals are met. Assists with member escalations and performs quality monitoring to ensure team performance is meeting the required service levels. This role may also include: inbound/outbound phone calls, researching and populating the database with meaningful entries, handling member escalations, and special projects as assigned.

Essential Functions:

  • Oversees all daily team activities and assigns tasks and responsibilities to appropriate team members.
  • Monitors performance, quality, and productivity of team and individual members and takes appropriate action to ensure adherence to guidelines and that goals of the department are met.
  • Provides feedback to manager on performance issues when required.
  • Identifies concerns, brings issues to management’s attention and offers suggestions for improvement.
  • Provides input to management on performance reviews.
  • Trains new and existing team members, participates in staff development and ensures department activities are consistent with policies and procedures.
  • Assists manager in implementing/maintaining standardized operations processes.
  • Performs service organization research, data entry and gap assignment/fulfillment.
  • Collaborates with Community Connection Managers and other department staff as appropriate.
  • Performs other duties as assigned.
  • Meets with liaisons and coaches to determine process improvement needs.
  • Performs regular quality audits of peer liaison and peer coach calls to ensure quality standards are being met.
  • Updates process/procedure as needed.
Additional Responsibilities:
Candidate Education:
  • Required A High School or GED
  • Preferred A Bachelor's Degree in a related field
Candidate Experience:
  • Required 6 months of experience in Service organization research and SharePoint data entry
  • Preferred 1 year experience in leading/supervising others
Candidate Skills:
  • Intermediate Ability to drive multiple projects
  • Intermediate Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
  • Intermediate Ability to work in a fast paced environment with changing priorities
  • Intermediate Ability to work as part of a team
  • Intermediate Ability to lead/manage others
  • Intermediate Demonstrated time management and priority setting skills
  • Intermediate Demonstrated interpersonal/verbal communication skills
  • Intermediate Ability to multi-task
  • Intermediate Other Demonstrated ability to identify basic problems, collect information, and establish facts to draw valid conclusions.
Licenses and Certifications:
A license in one of the following is required:
    Technical Skills:
    • Required Intermediate Microsoft Outlook
    • Required Intermediate Microsoft Excel
    • Required Intermediate Microsoft Word
    • Required Intermediate SharePoint

      About us
      Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.